L. Nicole Wood

*** ********** *****

Clayton, NC 27520

adzmie@r.postjobfree.com

linkedin.com/in/nikki-wood-82338814

984-***-**** - mobile

PROFESSIONAL SUMMARY

A highly skilled IT professional specializing in software implementation with a proven track record in the healthcare industry's electronic health record (EHR) and practice management (PM) billing system. A top-level professional who has strong project management skills with a high commitment level and result oriented. Led a team of 5 people and has an in-depth knowledge of a multitude of software packages and operating systems. Proficient in product implementation, training, and ongoing support to provide an excellent user experience.

TECHNICAL SKILLS

MS Office 360• MS Access • Allscripts PM/EHR • Misys Tiger PM/EHR • A-4 EMR •Patagonia Health EHR

• EPIC EHR • AdvancedMD PM/EHR • Medisoft • InfoLogic Systems • AdvancedMD • RealMed • Relay Health • Payerpath • EDI ANSI-837 • Oracle • HL7 • UNIX • SQL • Salesforce • Netsuite • Teamworks Project • Freshdesk

PROFESSIONAL EXPERIENCE

Vendor Account Manager 08/20 to Present

Quest Diagnostics, Raleigh, NC

• Assist HL7 lab interface team to ensure projects are implemented with quality, efficiency, and speed. When necessary, shepherding projects through all stages of implementation, from sales/client request, quote/PO, resource assignment, execution, and invoice/payment.

• Serves as a point person for technical support escalations where our Customer Help Desk cannot drive resolution with vendor and client.

• Evaluate and triage demands for interface/product functionality enhancements to meet Quest specifications and emerging client demand.

• Assertively overcome barriers and challenges with EMR vendors. Engaging and influencing vendors to address such challenges promptly.

• Effectively communicate with sales and cross-functional teams to manage expectations and equip them to keep clients satisfied.

• Frequently and independently navigate Quest’s complex internal organization.

• Identify areas for process improvement, both internally and with vendors.

• Maintains documentation on the vendor’s product capabilities, processes, and contact info to ensure internal visibility (e.g., Vendor Wiki, Workflow tool).

• Works closely with the IT Procurement team to support the needs of new vendor contracts.

• Serve as a general escalation liaison between Quest and assigned vendors. Implementation Specialist 03/20 – 06/20

CureMD, Raleigh, NC

• Partners with clients to create and execute on-time implementation plans, on budget with the highest customer satisfaction.

• Leads vital activities, including workflow assessment, workflow optimization, roll-out planning, developing training plans, change management roadmap, Go-Live Support, and Post-Go-Live Support planning.

• Coordinates internal and client teams to complete Data Migration, Content Development, Interfaces, Enrollment, and Billing Configuration workstreams.

• Developed and maintained expertise on all CureMD solutions.

• Followed established methodology, ensuring consistency from implementation to implementation.

• Worked closely with Implementation leaders to continually evaluate and improve the onboarding experience and provided end-user training as needed. Senior Product and Implementation Specialist 08/14 – 06/20 Patagonia Health EHR, Raleigh, NC

• Ensure that customers in different segments (home health agencies, private medical practices, behavioral health agencies, and public health departments) have an excellent end-to-end experience. Engaging customers in the product design to have optimal functionality and an easy-to-use user interface. The primary focus with product implementation, training, and ongoing support to provide customers excellent user experience.

• Assist the business analysis for product design and support sales team with pre-sales activities

• Ensure that customers in different segments (private medical practices, behavioral health agencies, and public health departments) have an excellent end-to-end experience with Patagonia Health Electronic Health Record/Billing System.

• Assist clients with attesting for MIPS/MICRA, PCMH, UDS, meaningful use stage 1 and 2, meaningful use modified stage 2, and promoting interoperability stage 3 for over 100 providers with zero errors.

• Provide overall testing, support, and project leadership to ensure Patagonia Health EHR and Physician client interfaces conform to HL7 standards for LabCorp and Quest Diagnostics. Director of Revenue Cycle Management 04/08 – 08/14 Resource Partners, Charleston, SC

• Manage all facets of professional billing revenue cycle processes. Direct the CBO's revenue operations, including pre-billing and accounts receivable follow-up, and reimbursement management. Serve as operational liaison with the billing company. Monitor their metrics and performance improvements.

• Partner with the associate director and professional billing to carry out supervisory responsibilities including managing staff performance, work allocation, salary planning, training, development, hiring, and placement

• Responsible for all aspects of the Accounts Receivable process including metric management, action plan administration, daily reporting, and reimbursement forecasting

• Train new and existing staff members on operating policy, protocols, procedures, techniques, and standard work instructions.

Senior Client Support Analyst/Trainer 01/07 - 04/08 eCast EHR Corporation, Raleigh, NC

• Take ownership of resolving client support issues from case logging through the management of escalation or resolution. Escalate corrective actions as needed. Utilize tools and documentation provided as necessary in determining or reproducing technical issues. Provide recommendations to the client for the integration of the information system into the client's workflow and processes.

• Learn and maintain knowledge on all products as assigned and all required support tools, and share knowledge with others as appropriate.

• Work directly with the Account Manager to provide application training for assigned projects using appropriate tools to ensure timely completion of tasks by the client and other eCast departments.

• Provide feedback on product functionality and issues, support, and service processes. Patient Account Manager 12/04 - 12/06

Capital Physicians Group, Raleigh, NC

• Achieved the strongest volume growth in the history of the company.

• Trained experienced team members and developed highly effective work teams.

• Communicated as required effectively with customers, management, and staff.

• Business generalist with a record of achievement in applying marketing, administrative, and human resource skills to effectively manage projects and ongoing operations.

• Drafted various types of correspondence and assisted the office manager with responsibilities.

• Worked as an effective leader and team member to develop organizational culture.

• Assisted new providers and staff in the policy and operational familiarization process.

• Championed the assimilation process for the organization for all roles and levels.

• Provide support to management by handling all routine and administrative work such as coordinating health insurance benefits, details of business trips, and organizing special projects.

EDI Support Analyst 04/03 - 12/04

Misys Healthcare Systems, Raleigh, NC

• Provide exceptional first-level application and EDI support for Misys clients who have Fast services.

• Assist other departments (CSS groups, CIS groups, Sales, Field engineering, etc.) with questions or issues that require resolution.

• Respond to requests for assistance from clients experiencing problems with software, hardware, or operating system difficulties via telephone or by using other tools.

• Research and data test as needed to assist in resolving client issues. Verify data from an Oracle Database.

• Resolve client issues independently while using manuals, test databases, and product knowledge. Escalate the call to our Backline Resource group if the resolution is not forthcoming within 24 hours.

• Support, promote, and cooperate with fellow employees in the attainment of goals to provide quality service to the client. Assist team members as needed to achieve monthly targets. Assist clients with application training when necessary.

EDUCATION AND TRAINING:

• North Carolina State University, Bachelor of Arts, Business Management, 1996

• Public Health: Family Law and Public Policy, Health Psychology, PCMH, FQHC, Program Planning and Evaluation in Health, and Technical Writing

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